Troubleshooting the Enterprise Dispatch Module (EDM)

Troubleshooting the Enterprise Dispatch Module (EDM)

Overview

The Enterprise Dispatch Module has three main areas where issues may arise: Installation, Connectivity, and Processing. Each of these sections will provide brief descriptions of common issues and provide solutions and Log samples when applicable.


Troubleshooting Installation Issues

User Account Privileges

If you encounter any Permission related issues when installing the Enterprise Dispatch Module, you will need to check and make sure that you have Administrator rights so that the Program AND Service can be installed for use on the PC.
If you do not have Administrator Rights for this PC, it is recommended that you speak with your Company IT Administrator to obtain these permissions.

.NET Framework Compatibility

As indicated in the Setup Walkthrough section, .NET Framework 2.0 or newer is required for the Enterprise Module to be setup on your PC.
It has been confirmed that .NET 4.0 does work correctly with the application, but if you need to work in a newer version, please contact Field2Base Technical Support to see if there are any Compatibility issues.

Tablet PC SDK Requirement for the Project Manager

If you are using a PC that is not running a Windows Vista or Windows 7 Operating System, make sure that you have the Tablet PC SDK installed. Otherwise, you will receive errors when trying to open Forms in the Project Manager utility.


Troubleshooting Connectivity Issues

This section was created to provide basic troubleshooting steps for common Connectivity issues Users encounter when using the Enterprise Dispatch Module.
The first set of Troubleshooting steps for Connectivity Issues involves the Internet Connectivity. It is recommended you check for the issues below in the Log Viewer of the Enterprise Dispatch Module Administrator.

Network Issue

If you are getting any type of WebExceptions when running the Enterprise Dispatch Service, the first step is to always confirm that you can connect to the Field2Base Web Administration portal.
You can do this by opening up your Internet Browser and going to the Web Administration site’s link your Company Administrator received.
If browsing other web sites does work but not to the Field2Base site, proceed to the next issue in this section to see if the cause of the issue can be identified.

Firewall Issue

If you see a message like the one shown below, it means that the Enterprise Dispatch Module Service cannot reach the Field2Base server because there is most likely a Firewall block in place on the computer’s network on Port 2001.
EXCEPTION : Unable to connect to the remote server ;
At this point, you will need to speak with your Company’s Internet Administrator and request that the Port 2001 for the Field2Base Server IP be opened.
The Field2Base Server details are as follows:
  1. Server Name: fieldconnect.field2base.com
  2. Server IP Address: 69.166.140.52

Local Account Issue

If you see a message with the Exception shown below, it means that the Enterprise Dispatch Module Service cannot reach the Field2Base server because the server address, salesdemo.field2base.com for Resellers/Demo or fieldconnect.field2base.com for Customers, could not be resolved.
This usually indicates the local account the Enterprise Dispatch Module Service is using does not have access to the external Internet.
 EXCEPTION : The remote name could not be resolved: 'fieldconnect.field2base.com' ;
To confirm that this is the issue, it is recommended that you open the Enterprise Dispatch Module Service in a Command window using Console Mode. This will create a new set of logs to review.
You can run the Enterprise Dispatch Module Service in Console Mode by doing the following:
  1. Open the Enterprise Dispatch Module Administrator Utility
  2. Go to the Service Manager
  3. Click Stop
  4. Confirm the Service Status is Stopped
  5. Go to the Start Menu
  6. Open a Command window with Admin privileges
  7. Press Enter
  8. Type in the following:
    1. 32 Bit OS: ”C:\Program Files\F2B Enterprise Dispatch Module\F2BDispatcherService.exe” –cl
    2. 64 Bit OS: ”C:\Program Files (x86)\F2B Enterprise Dispatch Module\F2BDispatcherService.exe” –cl
  9. Press Enter
  10. You will now see a Command window with the message:
  11. “Running F2BDataIntegationService in Console Mode. Press enter to stop”
  12. Let the Service run for about a minute
  13. Press Enter to Stop the Service
If you are running the service in the Command window and still seeing the same issues, it is recommended that you contact Field2Base Technical Support and have your Log files ready for review.
If the service is now running correctly with no Exceptions, you will need to update the F2B Enterprise Dispatch Module Service with an account with Internet Access in the Windows Service Control Manager.
To update the service in this fashion, please do the following:
  1. Go to the Start Menu
  2. Open the Control Panel
  3. Switch to Classic View of the Control Panel (if not already in that view)
  4. Open Administrative Tools
  5. Open Services
  6. Select the F2B Dispatcher Service
  7. Right Click on the Service
  8. Select Properties
  9. Go to the Log On tab
  10. Click on This Account
  11. Enter your Account and Password
  12. Click OK
You are now setup to run the F2B Enterprise Dispatch Module Service through an account with Internet Access.


The second set of troubleshooting steps for Connectivity Issues involves F2B Server Connectivity. It is recommended you check for the issues below:

Invalid Login Issue

The most common issue that can occur is that one of the values entered for your Server Login Info is incorrect.
If you see a message like the one shown below, it means that the Enterprise Dispatch Module Service had an issue when using the Project’s Login Credentials when attempting to connect to the Field2Base Server.
This usually indicates the Company ID, Username, or Password were not entered correctly and need to be changed.
06/14 09:54:57.72 AM -4   Error   : Submit failed. Login credentials may be incorrect.
If you are seeing this error, then you will need to re-enter your Server Login Info for the Project. This can be done by doing the following:
  1. Open the Enterprise Dispatch Module Project Manager
  2. Go to the File Menu
  3. Select Open
  4. Open the Project processing in the Enterprise Dispatch Module Service
  5. Click on the Dispatch Properties Options
  6. Re-Enter all of your Login Credentials
  7. Click OK
  8. Save the Project
  9. Close the Project Manager
  10. Open the Enterprise Dispatch Module Administrator
  11. Go to the Service Manager
  12. Click the Restart button
  13. Confirm the Service gets Restarted
You should now check the Logs again and confirm you do not see the Invalid Login Exception. If you can confirm your login credentials are correct and still see this error, it could be that your Account does not have the ability to upload Work Orders to the Web Administration site using the Project’s login credentials.
At this point, please contact Field2Base Technical Support to get your Login Credentials re-sent and get confirmation that your Account does have the correctly assigned rights.


Troubleshooting Processing Issues

This section was created to provide basic troubleshooting steps for common Processing issues Users encounter when running the Enterprise Dispatch Module.

User Key Issue

If you see the message below, it means that the format of the User Key in the Dispatch in the Form does not match the format that is expected for that column in the Database.
  1. 06/13 01:44:29.46 PM -4   Error   : Exception caught trying to process C:\EDM\test\edm_sample.csv
  2. System.FormatException: Guid should contain 32 digits with 4 dashes (xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx).
  3.    at System.Guid..ctor(String g)
  4.    at Field2Base.Dispatcher.Core.WorkOrderQueue.AddDataToQueue(Project pProject, WorkOrderData pData)
  5.    at Field2Base.Dispatcher.Core.ProjectQueueAdapter.AddWorkOrder(WorkOrderData pData, ILogWriter pLog)
  6.    at Field2Base.Dispatcher.Core.CSVDispatcher.ProcessCsvFile(String pCsvFile)
  7. 06/13 01:44:29.64 PM -4   Error   : There were some errors processing file: C:\EDM\test\edm_sample.csv         
Contact Field2Base Technical Support to confirm the User Key used for this Dispatch matches the one Field2Base has in its records.

CSV: Any Input Issue

Check the file system to see if the Source Folder has been moved, deleted, or is inaccessible. Also, check the format of the file itself to make sure it is using the format defined in the Project file.

SQL: Any Connection Issue

Check to see if the Database can still be connected to in the Project Manager by opening the SQL Dispatch Options window and running a Test Connection.
 

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